Case Study: Funko achieves 67% increase in site visitors and 10-point Net Promoter Score gain with Bizrate Insights

How Funko Made Their DTC Channel POP

Funko, the maker of Pop! collectible figures, needed to grow its direct-to-consumer channel and understand why shoppers abandoned purchases or felt dissatisfied. They worked with Bizrate Insights, deploying the Online Buyer Survey in October 2017 and a Site Abandonment Survey two months later to capture voice-of-customer feedback across shopping, purchase and post-delivery experiences.

Using Bizrate Insights’ survey data and customer comments, Funko identified issues (damaged packaging concerns, bot-driven sellouts, and demand for bundled holiday sets) and responded by improving packaging, implementing bot-detection and bait-and-blacklist tactics, and launching larger holiday bundles. Those actions, guided by Bizrate Insights, helped Funko grow site visitors by 67% and raise Net Promoter Score by 10 points while unlocking new upsell and operational improvements.

Funko

Stephen Bury

Senior Director of Marketing